Head of CX

Nourish is on a mission to improve people’s health by making it easy to eat well. More than half of Americans have a chronic condition related to what they eat, and poor nutrition is the number one driver of preventable death.

Nourish is addressing this healthcare crisis by helping people eat better, more easily, with our food as medicine platform. We connect people with a telehealth Registered Dietitian, food, and mobile app to improve their nutrition, all covered by health insurance. The Nourish mobile app provides a comprehensive approach to wellness through personalized visits with Registered Dietitians, medically-tailored meal delivery, health progress tracking, personalized content, meal logging, recipes / meal planning, AI chat, and more.

We launched two years ago and already have thousands of dietitians and hundreds of thousands of patients on the platform. Our patients span a wide range of nutrition-related conditions including diabetes, eating disorders, kidney disease, GI conditions, cancer, obesity / weight management, cardiovascular disease, and more. We are live in all 50 states.

We are growing quickly, have partnered with national health insurance companies and provider groups, and have raised over $44M from top-tier VCs including Index Ventures, Thrive Capital, Maverick Ventures, Y Combinator, and Box Group, amongst others. Our angel investors include world-class healthcare founders from Oscar, Rightway Health, Headway, Spring Health, and Alto Pharmacy, as well as soccer star Alex Morgan and the founders from Olipop and Notion.

Learn more about us in TechCrunch here and read about our recent Series A here.

As the Head of Customer Experience (CX), you will own a critical function at Nourish - all non-clinical operations related to our patient experience and dietitian support. You’ll play a vital role in ensuring our patients and dietitians receive best in-class support and care, while innovating and scaling Nourish 5x YoY.

As the leader of the CX team, you’ll be responsible for setting the organization’s vision/roadmap, determining health metrics/KPIs, driving the team to high performance, and ensuring ops excellency as we grow. We view CX as a crucial and cutting-edge function at Nourish (driving patient conversion, retention, and NPS), and you will have full ownership over leading the organization to achieve great outcomes.

You’ll partner closely with other organizations at Nourish, including our Clinical Operations, RCM /Billing, Partnerships, Growth, Credentialing, and Engineering, Product & Design teams. You’ll take over management of our existing team and help us scale the organization through our next phases of growth. We are looking for a strategic problem solver to work with us and enable us to move faster as we grow revenue 5x in 2025.

Location: NYC-based candidates only (expectation to work in-person 3-4 days per week, with flexibility)

Key Responsibilities:

• Own CX operations end-to-end, from appointment booked to patient exit from Nourish
• Provide a 5-star patient and dietitian experience (e.g., Nourish is the best place for patients to receive care, and the best place for dietitians to work)
• Be accountable for key health metrics, and drive operations to meet or exceed KPI goals
• Consistently identify areas for improvement in our patient and dietitian experience (via product or process changes), and own the implementation of any new initiatives
• Scale the CX org efficiently, including driving org design, leading hiring, making critical product decisions, deciding when to insource vs. outsource, designing our support channel mix, etc.
• Be an excellent people manager, including implementing systems for performance assessment, development, and management, and motivating the team to achieve great outcomes
• Act as the CX ‘product manager’ — work with our Engineering, Product, and Design team to scope, develop, and launch critical technology — and manage CX vendor relationships, including identifying areas where we should add/remove tech
• Collaborate cross-functionally with other teams at Nourish (e.g., Clinical Ops, Partnerships, GTM Growth, Credentialing, Payers, etc.)

You’ll love this role if:

• You take pride in having extreme ownership over key projects/initiatives from end-to-end. You enjoy all steps of the process, from ideation/discovery through execution & operationalization.
• You’re adept at juggling many responsibilities at once, without letting things slip through the cracks. You’re organized and strong at time management, and capable of prioritizing competing initiatives and identifying the most valuable levers to focus on.
• You are a first-principles thinker. You enjoy revamping processes/tech and identifying areas for improvement. You don’t take something for given just because it’s been done that way historically — you identify the best way to do it now and move to actualize it.
• You thrive in a fast-paced environment. Start-ups work fast, and Nourish works even faster. You don’t get fazed when things change and enjoy working with urgency. You welcome change because it means innovation.
• You enjoy people management and leading a team. You’re excellent at allocating time/work responsibilities across the team. Beyond that, you enjoy inspiring, motivating, and leading others. You care about your teams’ professional development and are able to find win-wins between their needs & Nourish’s goals.
• You’re passionate about Nourish’s mission. You’re interested in nutrition and are eager to help solve America’s healthcare crisis.

We’d love to hear from you if: 

• You have 6+ years of experience in management consulting, healthtech operations, customer experience/customer success operations, or business operations
• You’ve led teams before and are excellent at people management & driving teams to outcomes.
• You’re a strong communicator and able to communicate up and down the organization.
• You’re extremely comfortable working cross-functionally, including getting support for your own initiatives and supporting other teams’ key initiatives.
• You have strong data analysis & quantitative skills. You are able to clean, cut, and analyze data efficiently & without errors, including structuring analysis & pulling out key insights.
• You live in NYC or are willing to move or commute in to NYC.

More Information

Mission & Vision & Success

Nourish Clinical Philosophy

Values

Why Nourish Exists

Team

Compensation & Benefits

How We Work